Planview

Senior Software Engineer I (Backend, Enterprise SaaS - AP) Role summary

•Senior individual contributor owning backend services for a large-scale enterprise SaaS platform (Kanban-style work management and flow).

•Designs and ships features end-to-end, collaborating closely with frontend, product, and QA.

What you’ll do

•Design, implement, and maintain Node.js (TypeScript/JavaScript) backend services and APIs.

•Model and evolve core domain entities (boards, lanes, work items, WIP rules, permissions, cross-team connections).

•Build secure, multi-tenant REST/JSON APIs consumed by web frontends and other internal services.

•Implement business logic for work-flow, metrics, and cross-team visibility.

•Improve performance, reliability, and observability of existing services.

•Integrate backend services with data storage and analytics layers via well-designed interfaces.

•Write and maintain automated tests (unit, integration, contract) and participate in code reviews.

•Partner with product to refine requirements and break work into incremental, shippable slices.

Tech stack

•Node.js, TypeScript/JavaScript

•REST/JSON APIs (GraphQL familiarity a plus)

•Relational/NoSQL data stores

•CI/CD, logging, metrics, and alerting tools

Experience & qualifications

•~6–9 years of backend engineering experience building web or SaaS products.

•Strong Node.js skills and experience designing clean API boundaries.

•Solid understanding of data structures, algorithms, and distributed system basics.

•Experience in agile teams; comfortable collaborating across time zones.

Nice to have

•Experience with Kanban/Agile tools or other developer/productivity SaaS products.

•Experience using AI-assisted coding tools (e.g., GitHub Copilot, Claude Code) in day-to-day development.

•Hands-on experience with React or close collaboration with React frontend teams.

Overview

Planview has one mission: to build the future of connected work, from ideas to impact.

As the global leader in work and resource management, Planview helps organizations accelerate the achievement of what matters most, supporting our customers from need to speed, from passion to progress, and from overhead to optimization. We provide the industry’s most comprehensive solutions designed for strategic planning, portfolio and resource management, Lean and Agile delivery, product portfolio management, capability, technology management (enterprise architecture), innovation management, collaborative work and project management. Our connected platform of solutions underpins the business and digital transformations of more than 4,500 customers globally, including 59 of the Fortune 100.

At Planview, our people connections drive our innovation and success. Our global team of 1400+ work remotely and across our offices including Austin, Vancouver, Hod HaSharon, Bangalore, and Stockholm. We are proud of our world-class, connected culture built on our shared values, that supports our teams to be successful from anywhere.

The Opportunity

Join our product development team at Planview as a Software Engineer 2 and contribute to the Viz Core Team. This role provides an exciting opportunity to support the development of data processing pipelines and APIs that form the backbone of our software solutions. You will work collaboratively to enhance the efficiency of software delivery, developing solutions that help organizations harness and interpret workflow data.

In this role, you will

•Collaborate with senior engineers to create and refine data processing architectures that integrate with various external tools.

•Assist in analyzing problems, defining requirements, and proposing solutions that align with the team’s objectives.

•Contribute to a culture of quality and continuous improvement by providing thoughtful feedback on code and design.

•Learn and apply best practices in cloud architectures and data processing to deliver high-quality software solutions.

•Engage in an environment that values innovation and teamwork, where your contributions will positively impact the delivery of software solutions.

Who we are looking for

The ideal candidate is an emerging professional in cloud software development with a solid foundation in data processing and software systems. You thrive in collaborative environments and are eager to learn and grow within the field.

Preferred qualifications skills, knowledge, and expertise

•Degree in Computer Science, Engineering, or a related field.

•3+ years of experience with any modern programming language, focusing on back-end systems and cloud-based technologies.

•Basic understanding of data structures, algorithms, and software development methodologies.

•Familiarity with cloud platforms, particularly AWS or similar services.

Other beneficial qualifications

•Exposure to big data technologies like Spark or Apache Kafka.

•Experience with Java (v17), Scala, or other JVM programming languages.

•Familiarity with storage tools such as PostgreSQL and MongoDB.

• Understanding of continuous integration/deployment tooling such as GitHub or Jenkins.

• Awareness of Test-Driven Development practices.

• Basic knowledge of containers and orchestration tools like

Overview

Planview has one mission: to build the future of connected work, from ideas to impact.

As the global leader in work and resource management, Planview helps organizations accelerate the achievement of what matters most, supporting our customers from need to speed, from passion to progress, and from overhead to optimization. We provide the industry’s most comprehensive solutions designed for strategic planning, portfolio and resource management, Lean and Agile delivery, product portfolio management, capability, technology management (enterprise architecture), innovation management, collaborative work and project management. Our connected platform of solutions underpins the business and digital transformations of more than 4,500 customers globally, including 59 of the Fortune 100.

At Planview, our people connections drive our innovation and success. Our global team of 1400+ work remotely and across our offices including Austin, Vancouver, Hod HaSharon, Bangalore, and Stockholm. We are proud of our world-class, connected culture built on our shared values, that supports our teams to be successful from anywhere. 

Responsibilities

• Deliver some of our most strategic projects that have a significant bottom-line impact on our business and competitive position
• Grow world-class development teams that design, develop, and test both standalone and cross-product applications that span across various Planview products
• Design, build and own product modules and programs that delight our global customers
• Coach agile engineering teams to write maintainable and scalable components and influence team and product decisions
• Develop highly motivated and talented teams that can effectively collaborate with stakeholders to imagine, design, develop, test, and launch software that impacts our customers and inspires peers
• Initiate processes allowing teams to collaborate efficiently with local and international groups
• Drive continuous improvement of software quality, CX, and maintainability of features
• Contribute to the product’s architecture vision and execution, working closely with cross-product team leads and other leaders within the R&D department

Qualifications

• Experience in a software product’s transformational journey – Monolith to Microservices
• In-depth knowledge and experience programming in NodeJS/Python or related technologies
• Thorough understanding and experience in cloud computing systems
• Experience in developing RESTful or GraphQL services
• Proficient in a broad range of software design approaches and design patterns  
• Skilled in relational and NoSQL databases (Postgres / MongoDB)
• Knowledge of TDD and unit testing processes
• Experience working in an AWS environment is an added advantage

Business Intelligence Analyst - 2

Planview is the world leader in enterprise software planning for enterprise-wide deployment strategies, processes and resources. More than 4000 customers, among the world's largest and most respected companies, have successfully implemented Planview software to optimize their enterprise portfolio management, project, portfolio and resource management, business intelligence and expense tracking processes. We have had stable, organic growth for years and now need reinforcement.

Job Summary:

The Planview BI Team is seeking an experienced Business Intelligence Analyst – 2 to support, troubleshoot, optimize, and enhance business intelligence and reporting solutions built on Planview products.

This role focuses on advanced BI support across Power BI, Microsoft Fabric, SQL Server, SSAS, SSRS, OData, Dataflows, Data Pipelines, Data warehousing, and Data models. The BI Analyst – 2 will handle complex technical issues, perform advanced root-cause analysis and performance tuning, and work closely with customers and internal teams to deliver scalable BI solutions.

Key Responsibilities:

· Troubleshoot and resolve complex issues involving data accuracy, refresh failures, report behavior, connectivity, security, and performance across Power BI, SSRS, SSAS, SQL Server, OData, and Data warehousing layers.

· Perform advanced T-SQL development and performance tuning, including execution plans, indexing, query optimization, stored procedures, views, and complex queries.

· Support, develop, maintain, and optimize Power BI semantic models, DAX measures, Power Query, datasets, workspaces, gateways, refreshes, and Row-Level Security.

· Support and troubleshoot SSAS Tabular and Multidimensional models, including processing, calculations, relationships, security, and performance.

· Develop and troubleshoot advanced SSRS/paginated reports, including parameters, subreports, drill-through, expressions, pagination, subscriptions, and export formats.

· Support Microsoft Fabric solutions including Data Pipelines, Dataflows Gen2, Lakehouse/Warehouse, semantic models, and Power BI integration.

· Troubleshoot ETL/ELT processes, data pipelines, Dataflows, refresh failures, and data transformation issues across BI environments.

· Analyze and troubleshoot OData feeds, including filtering, pagination, refresh, connectivity, and large-volume data scenarios.

· Support Planview Automart, Datamart, and data warehouse implementations and ensure data consistency across source, warehouse, semantic, and reporting layers.

· Perform end-to-end root-cause analysis and performance optimization across the BI technology stack.

· Collaborate with customers, Product, Engineering, Hosting, and Support teams on complex technical issues and escalations.

· Provide technical guidance and mentoring to BI Analyst – 1 team members and contribute to BI best practices and documentation.

Required Skills & Qualifications:

·      5+ years of professional experience in Business Intelligence Development, BI Support, Data Analytics, or a related field.

·      Strong hands-on experience with Power BI, DAX, Power Query, and enterprise data modeling.

·      Advanced knowledge of SQL Server and T-SQL, including query optimization and performance tuning.

·      Strong experience with SSRS and enterprise reporting.

·      Experience with SSAS Tabular and/or Multidimensional models.

·      Experience with Microsoft Fabric, particularly Data Pipelines, Dataflows, Lakehouse/Warehouse, and Power BI.

·      Experience working with OData and enterprise data integration.

·      Strong understanding of Data Warehousing, Datamarts, Automart, ETL/ELT, and data modeling.

·      Experience troubleshooting Power BI Service, gateways, refreshes, security, and semantic models.

·      Strong analytical, troubleshooting, and root-cause analysis skills.

·      Proven ability to work directly with customers and communicate technical concepts to both technical and non-technical stakeholders.

·      Experience with tools such as DAX Studio, Tabular Editor, Performance Analyzer, Query Store, or SQL Profiler is an advantage.

• Relevant Microsoft certifications such as PL-300, DP-600, or DP-203 are an added advantage.

Join our product development team at Planview as a Senior Software Engineer I and become a pivotal force on the Viz Core Team. This role offers the unique opportunity to shape and lead the development of data-processing pipelines and APIs that are at the heart of our software solutions. These solutions are designed to streamline and enhance the efficiency of software delivery, resonating deeply with software engineers who strive to build better and faster.

At Planview Viz, which is powered by the innovative “Flow Framework,” you will tackle complex data challenges and develop scalable solutions within an AWS cloud environment. Your efforts will be crucial in revolutionizing how businesses harness and interpret vast amounts of workflow data, transforming it into actionable insights that propel organizational efficiency and effectiveness.

Responsibilities (What you'll do)

• Create and refine powerful data-processing architectures that integrate seamlessly with a diverse array of external tools, enhancing the way software is delivered across industries.
• Drive operational excellence by critically analyzing problems, defining requirements, and devising robust solutions that push the boundaries of technology.
• Lead and inspire a team of talented engineers, promoting a culture of ownership, meticulous attention to quality, and proactive problem-solving.
• Stay at the cutting edge of technology by updating and expanding your team’s knowledge of cloud architectures, data processing, and advanced analytics, ensuring that you and your team remain leaders in technological innovation.
• Make a direct impact on the efficiency and effectiveness of software delivery worldwide through innovation and leadership.

Qualifications (What you'll bring)

Who We’re Looking For

The ideal candidate is a seasoned professional in cloud software development with a strong foundation in data processing and scalable software systems. You thrive in collaborative environments and are passionate about advancing cloud technology and data architecture to new heights. You are a leader who enjoys mentoring, guiding, and inspiring others.

Preferred Qualifications

Skills, Knowledge, and Expertise

• A degree in Computer Science, Engineering, or a related field.
• 6+ years of experience with a modern programming language, with a focus on back-end systems and cloud-based technologies.
• Strong capability in architecting and designing robust, scalable software systems.
• Proficiency in AWS or another popular cloud platform.

Additional Qualifications

• Experience with big-data technologies such as Spark and Apache Kafka.
• Experience with Java (version 17), Scala, or other JVM programming languages.
• Experience with tools such as Amazon Redshift and MongoDB.
• Experience with continuous integration and continuous deployment tools such as GitHub, Jenkins, Travis CI, or similar platforms.
• Proficiency in test-driven development.
• Experience with containers and orchestration tools such as Kubernetes.
• Experience working on remote or distributed teams and projects.

We are seeking a highly skilled Senior DevOps Engineer with 8+ years of professional experience to join our team. In this role, you will design, implement, and optimize cloud infrastructure and CI/CD processes.

You will collaborate closely with development, QA, and operations teams to deliver scalable, secure, automated, and reliable solutions on AWS.

The ideal candidate will have strong hands-on experience with AWS, Terraform, Git/GitHub, Jenkins, PowerShell, Python, AWS Systems Manager (SSM) Documents, and Active Directory (AD) administration, along with a passion for automation, efficiency, and operational excellence.

Key Responsibilities

• Design, build, and maintain scalable cloud infrastructure on AWS.
• Develop and manage Infrastructure as Code (IaC) using Terraform.
• Build, maintain, and optimize CI/CD pipelines using Jenkins and GitHub.
• Use AWS Systems Manager (SSM) to support operational automation and system administration.
• Automate system tasks and administrative workflows using PowerShell and other scripting languages.
• Create, maintain, and execute custom SSM Documents for configuration management, patching, automation, and troubleshooting.
• Manage and administer Active Directory (AD), including users, groups, permissions, policies, authentication, and integration with AWS services.
• Implement and manage version-control workflows in Git and GitHub.
• Ensure infrastructure and deployment processes follow best practices for security, reliability, scalability, and cost optimization.
• Monitor and troubleshoot production systems to ensure high availability, performance, and reliability.
• Collaborate with development teams to improve software delivery processes and release management.
• Mentor junior engineers and contribute to the development of DevOps standards and best practices.

Required Skills and Experience

• 8+ years of professional experience, including at least 4 years in DevOps or Site Reliability Engineering (SRE) roles.
• Strong hands-on experience with AWS services, including EC2, VPC, IAM, S3, EKS, Lambda, and related services.
• Proven expertise in Terraform for Infrastructure as Code.
• Experience administering both Linux and Windows operating systems.
• Experience designing and managing CI/CD pipelines using Jenkins and GitHub.
• Proficiency with Git workflows and source-code management best practices.
• Strong PowerShell scripting skills; familiarity with Python and/or Bash is a plus.
• Experience with AWS Systems Manager (SSM), including creating and managing SSM Documents.
• Hands-on experience managing Active Directory, including users, groups, policies, authentication, permissions, and AWS integration.
• Solid understanding of cloud networking, security, monitoring, and troubleshooting.
• Excellent problem-solving, communication, collaboration, and decision-making skills.

Nice-to-Have Skills

• Experience with containerization and orchestration technologies, such as Docker, Kubernetes, and Amazon EKS.
• Knowledge of monitoring and observability tools, such as Amazon CloudWatch, New Relic, and Sumo Logic.
• An AWS certification, such as AWS Certified DevOps Engineer – Professional or AWS Certified Solutions Architect.

Who You Are

• You are eager to learn new technologies and continuously improve your skills.
• You make sound decisions and take ownership of your work.
• You are proactive, self-motivated, and comfortable taking initiative.
• You are a strong communicator who enjoys collaborating with cross-functional teams.
• You are committed to improving processes, automation, reliability, and operational efficiency.

Senior Software Engineer - I (Full Stack Developer) at Planview.

Location: Bengaluru, India

Experience: 6–10 Years

Work Mode: Hybrid — two days per week in the office (mandatory)

Team: Release and Verify Product Line

About the role

You will own full-stack feature delivery for Planview’s SaaS product line, working across backend services and frontend applications in a collaborative, hybrid environment.

Key responsibilities

• Design, build, and maintain full-stack features using C# / .NET Core and React.
• Design and implement RESTful APIs.
• Develop and maintain SQL Server schemas, queries, and stored procedures.
• Build automated end-to-end tests using Cypress and unit tests using Vitest.
• Manage Git/Bitbucket workflows, including branching, merging, rebasing, and pull request reviews.
• Build and maintain reliable CI/CD pipelines.
• Use AI-assisted engineering tools such as GitHub Copilot, Claude Code, or Cursor to support development, code reviews, and troubleshooting.
• Collaborate with QA, Product, and Design to deliver features end to end.
• Troubleshoot production issues with the DevOps team.
• Mentor junior engineers and contribute to engineering quality and review practices.

Required qualifications:

• 6–10 years of experience in full-stack software development.
• Strong experience with C# / .NET Core for scalable services and APIs.
• Strong experience building modern, responsive user interfaces with React.
• Experience with SQL Server schema design, queries, and performance fundamentals.
• Experience designing and integrating REST APIs.
• Proficiency with Git/Bitbucket, including branching strategies and pull request reviews.
• Experience building and maintaining CI/CD pipelines.
• Experience with Cypress for end-to-end test automation.
• Comfort using AI coding assistants in day-to-day software development. This may be evaluated during the interview process at the interviewer’s discretion.

Nice-to-have skills:

• Redis caching
• AWS or CloudFront
• ExtJS
• Vitest
• Docker
• AI/LLM integrations using Azure OpenAI, Semantic Kernel, or similar frameworks
• AI-powered code quality tools such as GitHub Copilot Autofix or SonarQube

Software Engineer II to join Planview’s Keyedin team.

Planview is an enterprise software company focused on portfolio and work management, helping organizations plan, prioritize, and deliver work across strategy, teams, and technology. Its product portfolio spans project and portfolio management (PPM), enterprise agile planning, product portfolio management, and work management tools — including offerings like AdaptiveWork, Planview PPM Pro, ProjectPlace, Planview Viz, and Deliver (One2Team), plus its ProjectAdvantage (formerly Sciforma) product for project and resource management. The company serves a wide range of industries, from financial services to technology to government, helping large organizations connect strategy to execution and manage complex portfolios of projects, products, and resources.

About the Role:

You’ll work on a product that combines legacy and modern technologies, contributing across the full stack while helping shape future platform integrations, connectors, and AI-powered capabilities. You’ll also work directly on customer-facing tickets and real-world product challenges, gaining hands-on exposure to the application and its technology stack from day one.

What You’ll Work On

• Customer-facing development and product enhancements
• Platform integrations and connector development
• Cloud technologies and AI-enabled capabilities
• Maintenance and modernization of existing product functionality
• Collaboration on new technologies as the platform evolves

Must-Have Skills

• C#/.NET, MVC, VB.NET, Web API, and Dapper
• Angular, HTML, CSS, and JavaScript/TypeScript
• Unit testing using NUnit, Jasmine, and Karma
• IIS
• SQL Server, including functions, stored procedures, and scheduled jobs
• Experience with AI coding tools such as Claude, GitHub Copilot, or similar

Nice-to-Have Skills

• Integration testing
• Azure DevOps
• Power BI
• Cloud platforms such as Azure or AWS

Growth Opportunity

Over the next 1–2 years, you’ll have the opportunity to progress from handling customer-facing issues to owning complex technical problems and key product areas. You’ll build expertise across legacy and modern technologies, integrations, cloud, and AI, with a path toward leading technical initiatives, contributing to architectural and product decisions, mentoring engineers, and progressing toward a senior or technical leadership role.

Team Culture and Work Style

The Keyedin team is learning-focused, collaborative, and customer-focused. This role follows a hybrid work model with two days per week in the office and no shift work.

If this opportunity aligns with your experience and career goals, please share your updated resume and let me know a convenient time to connect.

Company Overview:

Planview is hiring a DevOps Engineer in Bengaluru, India to support Planview SaaS applications across the product line. You will work in a global, collaborative team — owning CI/CD pipelines, cloud infrastructure, and automation to keep deployments fast and systems reliable.

Responsibilities

• Build and maintain CI/CD pipelines in Jenkins for reliable, fast delivery.
• Manage containerized workloads on Docker and ECS — task definitions, services, and clusters.
• Provision and manage AWS infrastructure using Terraform (CloudFormation a plus).
• Automate configuration and deployment tasks using Python (Ansible a plus).
• Set up and maintain monitoring and alerting via New Relic (CloudWatch, Datadog, or Prometheus/Grafana a plus).
• Write Shell and Python scripts to automate operations and reduce manual work.
• Manage Git workflows — branching, merge strategies, and pull request reviews.
• Administer and support MSSQL databases underpinning the product line — backups, restores, and basic performance troubleshooting.
• Troubleshoot deployment, performance, and infrastructure issues with development teams.
• Participate in on-call rotations and drive incident response.
• Continuously improve infrastructure resilience and deployment speed.
• Apply AI-assisted engineering tools (e.g., GitHub Copilot, Claude Code) to speed up IaC authoring, pipeline debugging, and day-to-day scripting.

Qualifications

Must-Have Skills

• Experience: 4–6 years of experience in DevOps, SRE, or Infrastructure Engineering.
• OS: Linux & Windows administration (systemd, package management, log analysis).
• Cloud: AWS (Active Directory, ECS, EC2, CloudFront, S3, VPC, IAM, RDS, Lambda basics).
• Source Control: Git — branching, merge/rebase, PR reviews.
• CI/CD (Jenkins): Pipeline creation and basic Groovy scripting.
• Containerization (Docker + ECS): Task definitions, services, and clusters.
• IaC: Terraform.
• Monitoring: New Relic.
• Scripting: Bash and Python scripting for automation.
• Networking Basics: DNS, load balancers, security groups, VPNs.
• Logging: ELK stack / CloudWatch Logs.
• Database: MSSQL administration — backups, restores, basic performance troubleshooting.
• Infrastructure Automation: Hands-on experience automating infrastructure provisioning, configuration, and deployment end-to-end.
• AI-Assisted Engineering: Comfortable working with AI coding/DevOps assistants (e.g., GitHub Copilot, Claude Code) for IaC generation, scripting, and troubleshooting — verified via a mandatory AI proficiency assessment during interviews.

Nice-to-Have Skills

•     Configuration Management: Ansible.

•     Additional IaC: CloudFormation.

•     Architecture: Knowledge of microservices architecture.

•     Cloudflare: DNS, CDN, WAF.

•     Artifact Repositories: Nexus, JFrog Artifactory, ECR.

•     Other CI/CD Tools: GitHub Actions.

•     AWS cost optimization / FinOps awareness.

•     Datadog, CloudWatch, or Prometheus/Grafana.

•     AIOps: Exposure to AI-driven anomaly detection, root-cause analysis, or incident triage (e.g., Dynatrace Davis AI, Datadog Bits AI, Harness AIDA).

•     Database Basics: RDS backups, restores, performance tuning.

Company & Team Overview

Planview's mission is to build the digital future of connected work — empowering business, technology, and transformation leaders to accelerate the achievement of the project and product initiatives that matter most. As the leading end-to-end platform for Strategic Portfolio Management (SPM) and Software Product Delivery, Planview's AI-powered solutions give leaders the strategic foresight to prioritize with precision, accelerate value delivery, and adapt with confidence.

Headquarters in Austin, Texas, with over 1,500 employees worldwide, Planview serves more than 3,000 customers and 3.1 million users globally, including 45 of the Fortune 100.

The Support Operations team is at the heart of Planview's customer experience, ensuring that enterprises around the world get the most value from Planview's industry-leading platform. As Planview expands its AI-first portfolio through continued innovation and acquisition, the Support Operations team plays a critical role in delivering consistent, high-quality technical assistance across a growing suite of solutions.

Role Summary

Technical Support Engineer I provides first-level technical support for Planview KeyedIn (enterprise PPM) Customer Care customers and internal employees, serving as the primary point of contact for a defined set of accounts and cases. In this role, you will independently resolve standard cases across user and license administration, project and resource management, reporting, data operations, and integration workflows, while investigating root causes and documenting durable solutions.

You will escalate complex or defect cases appropriately — acting as a liaison between customers and the Development and Cloud Operations teams — and guide customers on the product's proper use and best practices. As you grow, you will take on increasingly complex problems end-to-end and mentor Associate Technical Support Engineers, contributing to a high-performing, collaborative team. Success is measured by case resolution quality, SLA performance, customer satisfaction, and case hygiene.

Key Responsibilities

Customer Support & Case Management

•   Act as the first point of contact for KeyedIn Customer Care customers seeking technical assistance, providing troubleshooting and support via the ticketing system, email, and web-based tools.

•   Accurately log all customer cases, interactions, and resolutions in the case management system (Salesforce).

•   Take a hands-on approach, managing issues from initial contact through final resolution and follow-up, and maintaining full accountability throughout the support lifecycle.

•   Prioritize cases according to severity and SLA commitments, ensuring timely and accurate responses.

•   Maintain case hygiene — accurate status, ownership, and next action — with no-silent-case discipline.

Technical Troubleshooting & Resolution

•   Handle standard KeyedIn administration and configuration requests — support-portal accounts, licence-count updates, user provisioning and termination, login-group publishing, and access/login issues.

•   Resolve standard reporting, widget, dashboard, and how-to cases; assist with routine data export and data-load requests.

•   Investigate root causes, guide customers through corrective steps, and document solutions in the Customer Success Center knowledge base.

•   Escalate complex or defect cases to higher-level engineers or Development with clear reproduction steps and environment details; route Cloud Operations and Development-owned work to the correct team without owning it.

•   Follow the team's call-escalation discipline — move prolonged email threads to a call at the defined threshold to speed resolution.

Product Knowledge & Continuous Improvement

•   Stay current on KeyedIn releases, feature changes, known issues, and system updates.

•   Advise customers on the product's proper use, best practices, and configuration guidance.

•   Contribute to technical notes and knowledge base articles in the Customer Success Center.

•   Collect and communicate customer feedback, recurring issues, and product-quality insights to improve product quality and support processes.

Collaboration & Mentoring

•   Mentor Associate Technical Support Engineers, sharing knowledge and best practices.

•   Build relationships with cross-functional teams including Engineering, Development, Cloud Operations, Product, and Customer value advisor.

•   Function independently as well as part of a cross-functional global team.

•   As needed, participate in on-call or skeleton crew rotation.

Required Qualifications

•   1–3 years of experience in technical support, software support, IT support, or a closely related customer-facing role.

•   Demonstrated ability to independently troubleshoot and resolve technical issues in enterprise software or SaaS environments.

•   Strong written and verbal communication skills in English; ability to explain technical concepts clearly to both technical and non-technical audiences.

•   Experience using ticketing or case management systems (e.g., Salesforce, Jira, Zendesk, or similar).

•   Solid diagnostic and problem-solving skills with a systematic, analytical approach.

•   Proven ability to manage multiple cases simultaneously while maintaining attention to detail and meeting SLA commitments.

•   Ability to work independently and as part of a cross-functional global team.

•   Experience using ticketing or case management systems (e.g., Salesforce, Jira, Zendesk, Dynamics 365, or similar).

Preferred Qualifications

•   Bachelor’s degree in computer science, Information Technology, Engineering, or a related field, or equivalent practical experience.

•   Familiarity with SaaS application support models and multi-tenant environments.

•   Experience with enterprise databases and SQL querying (SQL Server, Oracle, PostgreSQL, or MySQL).

•   Exposure to REST or SOAP APIs and tools such as Postman or cURL.

•   Practical familiarity with PPM concepts — projects, resources, timesheets, dashboards, reporting/widgets, and custom entities.

•   Understanding of identity and access management concepts (SSO, OAuth, RBAC, SAML).

•   Knowledge of the Planview product ecosystem, particularly KeyedIn or other PPM solutions.

•   Relevant technology certifications (Microsoft, AWS, ITIL, or similar).

Knowledge, Skills & Abilities

•   Willing to accept and adapt to change, showing flexibility and recovering relatively quickly from setbacks.

•   Actively participates in team meetings and seeks out collaboration opportunities without always waiting to be prompted.

•   Seeks feedback from colleagues and peers and integrates that feedback into their approach and work quality.

•   Displays a willingness to develop conflict-resolution skills and facilitate productive discussions with customers and colleagues.

•   Keeps a calm, professional demeanor across a variety of clients and personalities, even when others in the support process may not.

•   Self-motivated, detail-oriented, and organized, with the ability to begin prioritizing work independently.

•   A logical, process-oriented thinker who is positive, proactive, and innovative — a creative problem solver with exceptional customer service skills.

•   Committed to continuous learning, with intellectual curiosity to expand product and technical knowledge and the ability to learn new concepts quickly.

•   Comfortable engaging with AI-assisted tools to accelerate research, issue diagnosis, and knowledge base contributions.

Technical Skillset (Product-Specific)

Experience Required: 1–3 years.

Must Have

•   API — Experience with Postman or similar tools to test APIs, validate responses, and troubleshoot API failures; understanding of REST APIs, HTTP methods, status codes, and request/response flows for troubleshooting integrations.

•   SQL & Relational Databases — Ability to write basic to intermediate SQL queries to validate data, troubleshoot data issues, and understand database relationships.

•   Analytical & Communication Skills — Strong problem-solving ability with the capacity to translate technical findings into clear, actionable guidance for non-technical stakeholders.

•   Application & Log Analysis — Application logs, error analysis, troubleshooting, and root cause identification.

•   Salesforce & Jira — Working knowledge of Salesforce for case management and Jira for defect tracking and ticket management.

•   Web & SaaS Troubleshooting — Web-based applications, SaaS/cloud environments, browser Developer Tools, HTTP/HTTPS, and network troubleshooting.

•   Cloud & Networking — Basic understanding of cloud environments, DNS, SSL/TLS, firewalls, proxies, and connectivity issues.

•   Power BI (basic) — able to read dashboards and reports, understand how filters and slicers change results, and recognize whether a reporting issue is a data, refresh, or configuration problem.

Nice to Have

•   PPM Application Support — Practical familiarity with projects, resources, timesheets, dashboards, reporting/widgets, and custom entities.

•   Reporting & Data — Comfort with report/widget configuration concepts, filters, and data validation.

•   Data Loads & Exports — Ability to handle imports/exports, MS Project imports, and bulk field uploads.

•   Planview Product Familiarity — Any exposure to Planview's portfolio or release management product suite.